Owning a business means that, at the end of the day, any questions or issues that arise come down to how you handle it. Sometimes ugly situations will rear its head and you have to figure out the best solution to solve the dilemma.
Having those tough conversations is inevitable and you always want to maintain integrity in the midst of it all. Here are 12 ways that you can strategically diffuse situations through those serious conversations.
Face the Problem in Person
Any kind of written communication is not productive and can actually make the problem worse.
Check Your Emotions at the Door
Sometimes when the situation is heated it can be hard to hold composure. Keep your emotions in check and keep a clear mind and view about the situation.
Empathize
Assume the best of the person that you are speaking to. Most times, people aren’t doing the wrong thing on purpose. Be understanding that people will make mistakes.
Find Common Ground
Regardless of how little common ground there is, knowing what these areas are and highlighting them shows your willingness to come to an agreement. It also shows that there is a team effort in moving forward.
Look for a Win-Win
The conversation is already hard and it’s highly likely that your employee is already on edge. No one likes to feel embarrassed, especially in front of their boss. Regardless of an error being made, show grace. This will make the conversation easier and build a stronger relationship between you and your employee.
Establish Your Non-negotiables
Before entering the conversation, know what is and is not tolerable for you. Know your needs and objectives to avoid making tough decisions during the conversation.
Use the Power of Open-Ended Questions
Avoid yes or no questions, this restricts an open dialog that can actually be very beneficial for both parties. Open-ended questions will allow you to learn the other party’s motives, their perspective and give you a feel of their non-negotiables as well. In the end, you will be able to find a viable solution.
Talk Less, Listen More
With all conflict, it’s better to listen more and speak less to avoid any clashes. Listening more will give you helpful information on what has contributed to their unhappiness, dissatisfaction, and objections.
Use Real-Life Examples
Utilize real-life examples of issues that you have experienced that are similar in nature and offer solutions that have previously shown to improve the situation.
Take the High Road
Speak with integrity and respect regardless of how the other party receives and reacts to the conversation and information given. You lose credibility when you indulge in derogatory behavior. Anything that you say from that moment moving forward will fall on deaf ears and it is likely that the situation will escalate.
Clarify What You Heard Them Say
It’s always best practice to regurgitate what the other party has said in order to clarify the information that you received and to verify that you are both on the same page. Don’t assume that you’ve understood what the other party has said because that can lead to more conflict.
Ask for Their Solution
Asking the employee what their solution to the problem shows that you are open to a team effort in moving forward. People tend to avoid asking this question because they assume that it will put them at a disadvantage or that their word is final when this has quite the opposite effect. Asking for their solution to the issue allows you to see the heart of the issue. This information can also be a useful stepping stone in moving forward.
